We believe that a reliable and consistent supply of water is the minimum water consumers should be able to expect. However, we know that repeat low pressure and supply interruptions are impacting tens of thousands of customers every year.

Although we know water companies work hard to address these issues, we are not confident that the industry is currently engaging with and focussing on those worst served water customers in an effective or consistent way. It is therefore unlikely that many companies can accurately identify those customers that suffer repeat issues when it comes to their water supply.

In 2022-23 CCW will work with companies to agree an effective and consistent framework for recording low pressure and supply interruption contacts, with a specific focus on repeat contacts. CCW will also speak to consumers to understand what barriers currently stop them seeking help, and encourage them to stop suffering in silence.